POSITION SUMMARYThe primary responsibility of this position is to provide an exceptional experience to our membership by promoting the mission, lending philosophy and values of the organization. Seek to identify opportunities to improve our members' financial lives through counseling and education. Refer Credit Union products and services using the needs-based sales approach. Maintain a high level of quality standards.ESSENTIAL JOB FUNCTIONS
- Serve as the first point of contact for Members calling the Member Care Center.
- Actively listen, research, and resolve requests and discrepancies related to member's accounts/loans.
- Navigate multiple systems to professionally perform complex service task by telephone, chat, and email with a high degree of accuracy and speed in a high-volume, fast-paced contact center environment.
- Service tasks include, but are not limited to, assisting with account inquiries, request, research, maintenance, disputes, and non-monetary transactions, as well as conducting other service related task.
- Appropriately handle member complaints and resolve problems.
- Professionally correspond with members and provide superior member service.
- Meet or exceed established performance goals and operational standards.
- Maintain in-depth product and service knowledge in order to refer products and services that best fit the members' needs.
- Assist members with various online products and services offered.
- Execute first call resolution; may require research, follow-up, return calls.
- Educate current and prospective members about products and services.
- Initiate fee adjustments and/or other monetary incentives for members within scope of authority.
- Perform account transactions within the procedures for the Member Care Center.
- Protect and verify identity of caller and review account information for alerts and account irregularities.
- Take action and respond to situations/patterns of activity indicating potential fraud or abuse.
- Understand and comply with federal and other applicable regulations relating to financial products and services.
- Required to participate in First Source Federal Credit Union events as well as designated Community events.
- Required to attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy.
- Must be registered under the SAFE Act Guidelines as established in 2011.
- Required to attend training sessions as appropriate.
- Required to travel as needed.
- Performs other duties as assigned.
UNIVERSAL BEHAVIORSKnowledgeable and Experienced
- I promise to take personal ownership for learning and using that knowledge to provide value to those that I serve by:
- Looking for answers until I find them.
- Seeking opportunities to learn from others.
- Appreciating and respecting others views.
- Acknowledging mistakes and learning from them.
- Going out of my way to share my knowledge and experience.
Striving for Operational Consistencies
- I promise to make it easy for you through consistency, efficiency, and accuracy by:
- Doing it right the first time, being thorough and accurate.
- Taking pride and ownership in my work
- Making and keeping commitments.
- Continuing to look for better ways to do things and challenging the status quo.
Rewarding Work Environment
- I promise to show care, compassion, and respect toward everyone I interact with by:
- Being approachable and accessible to others.
- Creating a pleasant work environment for each other.
- Always asking what more I can do.
- Resolving differences promptly
- Recognizing the contributions of others.
- Embracing diversity in the workplace.
Committed to Member Service
- I promise to deliver exceptional member service by:
- Interacting with a natural and genuine friendliness.
- Being courteous and respectful.
- Creating a welcoming environment.
- Exceeding your expectations.
- Sharing the moment and finding common ground.
QUALIFICATIONS, SKILLS AND EXPERIENCE
- High School or equivalent plus 1-3 years work experience OR related business degree
- Strong communication and interpersonal skills
- Attention to detail.
- Strong computer aptitude
- A professional appearance
- Ability to work flexible hours including Saturday's as needed.